Housing Advisor - Walsall Housing Group : Job Details

Housing Advisor (Allocations)

Salary: £30,983 - £32,635 per annum plus excellent benefits

Location: Walsall, West Midlands (minimum two days in the office depending on business needs)

Contract: Full Time, Permanent, 37 hours per week

Closing Date: 7th September 2025 

Interview Date: 18th and 19th September

At whg, we believe everyone deserves a place to call home, and this is your chance to help make that happen. 

We’re looking for a Housing Advisor to join our Allocations team. You’ll be a friendly, knowledgeable point of contact for customers from the moment they apply for a home to the day they move in. Your role will be to make the process as smooth, quick, and sustainable as possible, while always delivering exceptional customer service.

You will be part of a dedicated team, collaborating across departments and with external partners to ensure a smooth customer journey from application to tenancy sign-up.

Main job responsibilities:

• Allocate homes in line with whg’s Allocations Policy.
• Maintain an accurate, up to date housing register.
• Ensure that empty properties are let sustainably, efficiently and quickly, whilst delivering great customer service.
• Effectively advertise and market whg homes.
• To provide accurate and timely information to customers regarding their application and to answer any queries they may have.
• Work in partnership with local authorities in the allocation of homes to local people.
• To accurately produce tenancy agreements and other documents that are needed to enable sign-ups to be completed.
• Accurately maintain all lettings data within agreed performance and financial targets.
• Process mutual exchange applications in accordance with legislation and whg’s mutual exchange policy.
• Work closely with internal teams to ensure that vacant properties are promptly let
• Support the team in achieving overall targets for letting properties.
• Review working practices on a regular basis, ensuring continuous improvement and a high level of service to our customers.
• Deliver against KPI’s and individual targets set.

We're looking for someone who has:

• A good standard of education at Level 2 (Grade C or above) or equivalent.
• Recent and relevant experience of working in an allocations environment of Social Housing.
• An awareness of current legislation and issues affecting the Housing Sector and welfare benefits.
• Experience of dealing with customers face to face in one-to-one situations.
• A customer focused approach, with effective communication skills. 
• The ability to provide comprehensive information and direction when dealing with enquiries whilst adopting a collaborative approach.
• Experience of managing a caseload with the aptitude to respond to conflicting pressures and demands with limited support and guidance whilst paying attention to detail.
• Experience of interpreting information and producing detailed written documentation.
• An ability to handle pressure, sensitivity and conflict in a calm and confident manner.
• An ability to accept responsibility for decisions taken and working on own initiative, within guidelines.
• The ability to respond quickly to changes that will impact upon service delivery.
• The ability to challenge the current ways of working and make recommendations for improvement.
• The ability to work flexibly as and when required.
• Recent and relevant experience in the Social Housing sector

What’s in it for you?

In return, you will receive a competitive salary, 27 days annual leave (plus Christmas shut down), a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts.   

We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work-life balance and able to work in agile ways which support them.  

About us

At whg, we are dedicated to providing affordable homes across the Midlands and creating sustainable communities. We believe everyone has the right to a safe and secure home, which is the foundation for a successful life. Our values— Trustworthy, Respectful, Accountable, Collaborative and Excellent — guide our work and our commitment to creating an inclusive workplace where everyone can thrive.

We have been recognised as a top employer in the prestigious Sunday Times Best Places to Work 2025. The awards celebrate the top employers in the UK who are leading the way in employee pride, job satisfaction and wellbeing, as well as reward and recognition. 

We are proud to be a Disability Confident Employer, committed to providing opportunities and support for all applicants, including those with disabilities.

Interested in joining our team? Visit our website www.whg.uk.com and read Our 2030 Plan.